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What is the media player?

Voxworks plays recordings, live calls and browser test calls in one player, docked across the bottom of your workspace. The app sometimes calls it the mini player. Once it is open, it stays open while you move around the app. You can start a recording in the Call Log, then carry on listening while you edit a script, check a batch or read the Dashboard. The player shows one thing at a time:
  • A recording of a finished call, with a waveform you can scrub.
  • A live call, with the controls for listening in and stepping in. These are covered on Live Calls & Real-Time Monitoring.
  • A browser test call you placed yourself. See Test Calls.

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Opening a recording

There are three ways to open a finished call’s recording in the player:
  • Call Log → Play column. Each finished call has two buttons: “Open the player, paused at 0:00” and “Open the player and start playback”. See Call History.
  • Call Details → the waveform. The recording’s waveform always sits under the Call Details header. Press play there (“Play this recording in the player below”) and the recording is handed to the docked player. From then on the waveform in the panel follows it: click the waveform to seek, and use its button to pause. See Call Details.
  • A call’s transcript. With the recording open, click any transcript bubble to jump the recording to that line.
A recording is ready 7–13 seconds after the call ends. Until then the player shows Preparing, and when the recording lands you’ll see Recording ready. Press play to start playback. If a browser call is in progress when you open a recording, you’re asked End the current call?: “Playing this recording will hang up the browser call in progress.” Choose Keep call to stay on the call, or End call and continue to hang it up and play the recording.

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Player controls

The docked bar shows the call’s title, its Sentiment, the waveform and these controls: A status beside the title reads Preparing, Loading, Playing, Paused or Error. If the recording can’t be played, the player shows Recording not available, Access denied or Failed to load recording.

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The expanded view

Expand player opens a taller view with:
  • A larger waveform. Its bars are coloured by who was speaking: the assistant in blue, the caller in grey, a team member in teal and an observer in violet.
  • A transcript that scrolls with playback. The current line stays in view as the recording plays. Click a line to jump to it.
  • A Speakers list. Every speaker on the call is listed, with their share of the talk time. The caller is named by their first name (or Contact), and the others are shown as Assistant, Transfer target 1 or Observer 1. Click a speaker (the tooltip reads, for example, “Play Assistant’s leg only”) to hear just their side of the call. Click them again to go back to the full mix.
The colours and click-to-seek come from the transcript’s timings. If a call’s transcript has none, the player says “No timings were recorded for this transcript, so lines have no start time and cannot be clicked to seek.”

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Live calls and browser calls in the player

Open an in-progress call from the Call Log’s Play column or from its Call Details, and the bar shows the live call instead of a recording. The bar shows the elapsed time, Live sentiment, and a mode line such as Listening. From there you can listen in, take over, trigger a handoff or cancel the call. See Live Calls & Real-Time Monitoring. When the call ends, the bar switches to its recording. A browser test call also runs in the player, titled Browser test call with the script’s name underneath. See Test Calls. Closing the bar while you’re on a call asks first:
  • While listening: Stop listening?, “Closing the mini player will drop your listening leg. The customer’s call carries on.”
  • During a browser call: End this call?, “Closing the mini player will hang up the browser call in progress.”

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On a phone

Below tablet width the player stacks into a phone layout. The title and sentiment sit on top, then a full-width scrubber with elapsed and total time, then centred controls. Volume becomes a pop-up button. The speakers and transcript appear when you expand the player.

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Next Steps